Teams at Jonas Software

Lead and coach a technical Support team while personally handling Tier 1 and Tier 2 issues for legal software products. Establish ticket classification, SLAs, escalation workflows, reporting, knowledge management, and AI-enabled support practices. Evaluate and implement support systems, collaborate with R&D and Cloud Ops, communicate during incidents, monitor client health, and drive retention and continuous improvement.

Owns client software implementations and upgrades from kickoff through go-live, including requirements consultation, configuration, training, issue resolution, and post-go-live support. Collaborates with R&D, QA, Support, and Sales; provides product expertise and internal training; and supports helpdesk operations. The role requires legal workflow knowledge, strong communication, independent execution, generative AI fluency, and occasional travel to the Cincinnati office, client sites, and conferences.

Manage high-touch client accounts, support platform implementation, document interactions, resolve complex issues, and maintain strong client relationships. Identify upsell and revenue-growth opportunities, provide proactive service and root-cause analysis, coordinate with product and engineering teams on platform improvements, and manage special projects. The role requires prioritization, mentoring, communication, conflict de-escalation, and a strong client-focused mindset.